Support Analyst

Description

Job Summary: A professional to serve on the front line of technical support, ensuring agile, effective, and high-quality service to internal and/or external users. Key Highlights: 1. Agile and effective technical support service 2. Focus on resolving low- to medium-complexity requests 3. Single point of contact between users and technical teams We are seeking a **Support Analyst** to serve on the front line of technical support, ensuring agile, effective, and high-quality service to internal and/or external users. This professional will be responsible for providing initial response to IT incidents and service requests, working remotely (via phone, e\-mail, chat, or remote access), focusing on resolving low- to medium-complexity issues and correctly escalating critical tickets. **Main Responsibilities** * Identify, log, and categorize tickets in the ticket management system * Provide initial support for incidents received via phone, e\-mail, chat, or web * Consult knowledge base for problem diagnosis and resolution * Resolve Level 1–eligible tickets via phone or remote access * Keep users informed about ticket status and progress * Ensure accurate and complete logging of all information * Maintain up-to-date technical documentation and procedures * Act as a single point of contact between users and technical teams * Escalate higher-complexity incidents per defined procedures **Requirements** * Prior experience with Service Desk or Level 1 Technical Support * Knowledge of computer networks * Knowledge of computer maintenance * Experience with collaborative tools (Office 365 and/or Google Workspace) * Familiarity with ticket management systems * Basic understanding of Information Security **Preferred Qualifications** * Training or courses in Networking, Infrastructure, or Development * Certifications or courses in IT * Knowledge of safety regulations (NR 35, NR 18 – if applicable to the environment) Minimum Education: Bachelor's Degree * Medical assistance * Parking * Commuter allowance * Meal allowance * Breakfast